Stay informed with our latest research, insight and thought leadership
Below are some of the articles and research pieces we think you might like. Sign up for our updates to get the latest in your inbox each week.
Backing our essential workers: service with respect
July 28, 2020By Jo Causon, CEO, The Institute of Customer Service One of the consistent themes throughout the Covid-19 pandemic and lockdown...
Employees facing increased customer hostility as lockdown eases
July 22, 2020New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds...
BBC Breakfast News: launching our ‘Service with Respect’ campaign
July 20, 2020Jo discussed our new research revealing that customer-facing staff have been subject to increasing levels of hostility. In fact, more...
Webinar: Head to Head with Lord Karan Bilimoria (Cobra Beer)
July 20, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Webinar: Head to Head with Helen Dickinson OBE (British Retail Consortium)
July 15, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
As customer satisfaction flatlines, a focus on our service offering can drive economic recovery
July 13, 2020By Jo Causon, CEO, The Institute of Customer Service As lockdown restrictions continue to ease and more and more businesses...
Businesses must lead the way in the ‘Green Recovery’
July 13, 2020By Jo Causon, CEO, The Institute of Customer Service As lockdown measures ease and we begin the mammoth task of...
Inspirational stories: delivering service against the odds
July 12, 2020In the last few months, we have been inviting our members and wider network to share examples of great and...
Webinar: Head to Head with Peter Farrer (Scottish Water)
July 7, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Webinar: Head to Head with John Barnett (Npower)
July 1, 2020Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest...
Recognise excellent service to keep staff motivated for the task ahead
June 30, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Tough short-term decisions must not be at the expense of long-term performance and productivity
June 25, 2020As lockdown measures begin to ease, leaders are facing the fresh challenge of when and how to bring their workforce...
Blog, tips, research and updates…
Just Eat in the firing line over allergens and hygiene
Greggs vegan sausage roll proves to be a hit
Discount supermarkets report growth over festive period
Cheap National Express tickets ease rail fare pain
Events
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
Stay informed
Get all the latest Thought Leadership pieces sent to your inbox each week.
Interested in becoming a member?
Embed service throughout your organisation and enhance your business performance.